Networking Operations Center​/NOC Engineer​/Digital Operations Center​/DOC Engineer​/NOC Engine

Job Description

• Role Summary/
  
  Purpose:
  
  The Digital Operation Center (DOC) Engineer will lead technical issues using FIVE pillars:
  Incident Management, Problem Management, Knowledge Management, Change Management, and Proactive Monitoring. In this role, the successful candidate must be able to work in a high pressure, heavily matrixed organization of a system, infrastructure, and operations support staff to deliver highly available systems and services globally to Client Businesses

• Well versed in Problem Management process, tools, incident trends analysis towards operational excellence.
• End to end service/application monitoring; assess alerts and take appropriate action to assure signals are addressed, including ticket creation, assignment to support team and lead incident resolution.
• Proactively lead and drive outages for a quick service restoration; provide support and leadership for all events, especially high priority incidents.
• Maintain control, ownership, and operational authority of an outage triage during high-pressure situations.
• Actively direct and prioritize all aspects of the incident bridge line and chat, with sense of urgency, to ensure effective resource management and service restoration.
• Provide timely and concise updates to incident records and incident.
• Ensure timely engagement of essential technical support teams/personnel.
• Provide updates and elevate to various levels of management according to process.
• Compose outage notifications and ensure content is complete, clear, concise, and relevant to the audience.
• Maintain operational process consistency across IT technologies.

• Good to have Networking (WAN/LAN) experience or understanding.
• Good to have Compute experience or understanding.
• Good to have experience or understanding in automation tools.

• Working knowledge of ITIL or structured incident management and infrastructure support processes
• Strong oral and written communication skills; comfortable with communicating and presenting at all levels, including senior leadership.
• Understanding of IT Infrastructure; experience as an infrastructure support technical resource